Interested in trialling our latest software?

Posted by Alex Knight on 01-Feb-2019 13:17:06

We’re looking for franchised dealers who are interested in joining an Autino-funded pilot programme of our digital consumer engagement platform, CustomerLounge. 

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Topics: Customerlounge, pilot, beta tester

Drive customer retention with these two loyalty gems

Posted by Nathan Elliott on 28-Jan-2019 11:21:00

A study by DMEautomotive noted customers who develop a habit of maintaining their vehicle at a dealership are 86 times more likely to purchase their next vehicle from you.

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Topics: loyalty, customer experience, customer satisfaction, communication

Understand what your car buyers want when it comes to touchpoints

Posted by Nathan Elliott on 22-Jan-2019 10:01:00

45% of people want face-to-face guidance from a dealer during the car buying journey. The main elements people want guidance with is the vehicle (67%), warrantee and maintenance (68%), and finance options (37%).

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Topics: buying, car purchase, digital, dealer software

When it comes to your CRM, don't make these mistakes

Posted by Nathan Elliott on 17-Jan-2019 10:39:00

You get out of your CRM whatever you put in and without the right usage and processes, your dealership will be wasting resources.

A common mistake with CRM usage, especially in dealerships, is the follow up process.Every conversation and prospect should be recorded in the CRM.

If a conversation is had and not recorded, it might as well not have happened. This is where dealerships can fall down- The Sales team have a lot of conversation daily and there needs to be a record of updates whenever there is progression. This is the only way you can make the most of your CRM- there’s no point booking a sales meeting about a new model and not making a note of it for the rest of the team to see. This is where miscommunication happens, incorrect comms get sent to customers and there’s no consistency.

 

Another mistake is using your CRM to send mass messages. The point of a CRM is to be able to communicate with each individual contact in a way that specifically suits them. Your CRM provides individual profiles for each contact which allows you to tailor your messages and communications. There are so many cases I’ve seen where CRMs are still being used to send the same message to the same person at the same time- this really defeats a lot of the purpose of your CRM. Your CRM should enable you to upsell specific products to the right people and send them personalised touchpoints to nurture them before, during and after the purchase. One size does not fit all.

Your CRM supports you through every stage of the customer journey. A customer has come in to look at a car for the first time? Record it, should you follow up? Assign a task or notification to remind yourself and keep track of their responses. A current customer wants an upgrade? Upsell to them using information found on their record on your CRM. Their profile says they’ve looked at two models before- focus on that, ask them questions, send them relevant and useful information.

Autino’s CustomerLounge enables you to completely tailor your communications. This is a platform that lets you speak to your customer as if they are across the service desk at anytime, anywhere and on the devices they use.

Your customer relationship management system is just that- something that helps you manage and develop the best possible relationships with your customers and prospects. Taking full advantage of every part of your CRM will mean you are consistent, thorough and reacting in real-time. Your CRM can empower you to take control of internal and external communications, improve efficiency and save time and money resources to drive your revenue. The biggest CRM mistake you can make is to not fully utilise the system to reach your goals.

Download a copy of the CustomerVue brochure

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Topics: crm, Customerlounge, technology

Strong aftersales is what develops a dealership's brand

Posted by Nathan Elliott on 16-Jan-2019 11:05:00

With literally hundreds of franchise car dealerships in the UK only, it is difficult for dealers to differentiate themselves from one another. This also means that differentiation is key to stand out, especially with the changing definitions of loyalty. I’ve mentioned this stat before but it’s recent and it well worth considering- AutoLoop carried out a study called “Life After Loyalty – Learning to Embrace Customer Engagement” and found that 60% of millennial customers said they were loyal to a brand, even though they shop elsewhere. This says a lot to dealerships about their retention and means that there is a need to differentiate that is stronger than ever.

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Topics: Aftersales, dealerships, dms

"Car buyers likely to ditch dealers that get their details wrong"

Posted by Nathan Elliott on 08-Jan-2019 10:21:00

I recently read an article that talked about a recent study by Marketing Delivery. It found that 57% of UK motorists said they would be less likely to purchase a new vehicle from a dealership that made an error such as their name or details of their current vehicle.

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Topics: buying, car purchase, digital, dealerships

Millennials will buy cars if you sell to them on their terms

Posted by Nathan Elliott on 03-Jan-2019 10:48:00

Millennials. If you google the term you will get a number of different descriptions but Millennials are people who are born from 2001 onwards. As I’m classed as a generation Y it’s safe to say I feel old! But jokes aside, there is common misconception of Millennials- they are tight! Well Ally Bank reported that millennials are not buying cars less often than baby boomers or members of Generation X. They are saving money for longer periods before purchasing.

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Topics: selling, buying, car purchase, dealerships, millenials, technology, car buying, finance

GDPR and your dealer software

Posted by Nathan Elliott on 18-Dec-2018 10:44:00

The new data protection regulation is just around the corner so everyone’s asking the question “Are you ready?”. Despite being quite ominous, the question is an important one. Dealerships hold a lot of data in their CRMs and DMSs and there needs to be a few changes before the 25th May.

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Topics: gdpr, security, process, dealer software

Customer retention tips for 2019

Posted by Nathan Elliott on 13-Dec-2018 11:19:00

Customer retention is the end game- it’s what all dealerships are looking to nail and this is becoming increasingly hard. Doug Van Sach, AutoLoop’s Vice President, put it perfectly when he said, “the hard truth for dealers is most consumers have redefined what it means to be loyal in the digital age.”

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Topics: customer satisfaction, dealerships, loyalty, technology, retention, customer loyalty, millenials, car buying

Stay top of mind from purchase to repurchase

Posted by Nathan Elliott on 05-Dec-2018 10:59:00

When it comes to customer retention, I know this is every dealership’s primary goal but it’s easier said than done. The car buying process has changed because the customer has. We now live in a digital world which allows the customer to be firmly in the driving seat. The modern customer now has a range of dealers, service options and price plans to choose from, and all with the click of a button.

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Topics: car purchase, repurchase, selling, retention, digital